Manage and coordinate the Helpdesk team to support users effectively.
Be responsible for the monthly, quarterly, and annual performance of the Helpdesk.
Receive and complete assigned project tasks accurately and on time.
Manage work-related documents and maintain them periodically.
Perform tasks according to established procedures and checklists, noting any new or unsuitable points in the processes to advise management on updates.
Manage periodic maintenance tasks according to principles, task assignment charts, and maintenance procedures.
Report on IT personnel performance, progress on upskilling, and provide appropriate recommendations for human resource development.
Handle other tasks as assigned.

Leadership
Proactively manage and oversee the IT Helpdesk operations, ensuring all tasks are completed efficiently and effectively.
Implement and adhere to principles and guidelines for each task, ensuring consistent and fair management practices.
Demonstrate open-mindedness and flexibility, adapting to the evolving nature of work or projects.
Plan and allocate work for the Helpdesk team, ensuring optimal productivity and resource utilization.
Foster a team-oriented environment, prioritizing the overall success of the team over individual tasks.
Listen actively and communicate messages clearly and accurately.
Translate technical jargon into business language and vice versa, ensuring clear understanding among all stakeholders.
Identify and communicate essential information within and outside the team, avoiding unnecessary details.
Technical Expertise
Possess strong knowledge in Networking, Windows, SQL, Application support, and BI reporting.
Experience with ServiceNow or similar platforms is a plus.
Familiarity with ITIL practices or process concepts is a plus.
Personal Attributes
Maintain a friendly and approachable demeanor while adhering to principles and guidelines.
Exhibit a professional and organized work style.
Actively participate in team activities and initiatives, demonstrating strong teamwork skills.
Display honesty and integrity in all interactions.
Education
Bachelor's degree in Information Technology, Computer Science, or a related field.
Certification in ITIL or relevant IT service management framework is a plus
Experience
Proven experience in a leadership role within an IT Helpdesk or similar environment.
Experience with advanced networking concepts and troubleshooting.
Technical Skills
Strong problem-solving skills and the ability to manage multiple tasks simultaneously.
Proficiency in SQL and BI reporting tools.
Soft Skills
Excellent communication skills, both written and verbal.
Ability to work under pressure and handle challenging situations with a calm and composed manner.